Head of Customer Success & Growth

NCS; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

NCS is seeking an experienced Customer Success Manager to head our customer success team. You will lead a group of success managers and drive satisfaction, retention, and growth by ensuring clients achieve maximal value from our IT solutions.

You will build executive relationships, define scalable success frameworks, and collaborate with delivery teams to align client needs with company goals, while targeting outcomes that increase renewals and upsell opportunities.

Qualifications

• 5+ years in customer success, account management, or IT consulting with leadership experience.

Responsibilities

• Lead and mentor a team of Customer Success Managers.
• Establish best practices, processes, and KPIs for customer success.
• Foster accountability, collaboration, and continuous improvement.
• Track and drive activities to achieve financial KPIs.
• Oversee onboarding, adoption, and retention strategies for key accounts.
• Build executive-level relationships with clients for long-term success.
• Act as escalation point for complex customer issues.
• Define and implement scalable customer success frameworks.
• Collaborate with delivery teams to align customer needs with company goals.
• Drive initiatives to improve customer satisfaction and increase spend.
• Analyze usage data and feedback to inform service improvements and upsell opportunities.
• Provide regular reports to senior leadership on CS metrics.

Skills

Leadership

Customer success management

Stakeholder management

Communication

Negotiation

Analytical thinking

Tools

Excel

CRM

ITSM platforms

Job description

NCS is seeking an experienced Customer Success Manager to head our customer success team. You will lead a group of success managers and drive satisfaction, retention, and growth by ensuring clients achieve maximal value from our IT solutions.

You will build executive relationships, define scalable success frameworks, and collaborate with delivery teams to align client needs with company goals, while targeting outcomes that increase renewals and upsell opportunities.